How to deliver the best user experience to each customer
Wherever they live, whatever languge they speak
THE CHALLENGE
CLAAS is a multinational company that was seeking to offer customer service in their customers’ languages and ensure a consistently excellent sxperience at every point of contact.
In order to provide the best service to their customers located across the glpbe, CLAAS needed to find the right solution to localize efficiently its communication and documentation in numerous languages all the while guaranteeing data privacy.
CLAAS’ TOP 3 PRIORITIES: QUALITY ,CONSISTECY AND SECURITY
Understanding in real time the after-sales requests of customers and suppliers in orger to deliver satisfactory assistance in their language.
Translate and localize large documents using terminology adapted to both the company and sector while complying with local regulations.
Secure translation process to prevent confidential information from data leaks.
THE SOLUTION
CLAAS has organized an evaluation test on extracts of its daily documen- tation among 3 vendors and SYSTRAN proved to be the best solution as the terminology and grammar fulfilled the group requirements.
SYSTRAN solution was set up in 4 months including an application programming interface (API) for a close integration into the company’s IT system. It is accessible through the company intranet portal in which four language pairs are available.
To ensure high quality translation, the solution includes a customized dictionary adapted to the business sector and company terminology.
POWER AFTERSALES TEAMS WITH TAILORED MULTILINGUAL TOOLS TO BETTER SERVE WORLDWIDE CUSTOMERS.
BENEFITS
Aftersales team feedbacks are very positive, the solution has proven efficiency in translating large documents in real time while maintaining the source formatting and terminology.
Teams are now able to communicate with worldwide customers and suppliers by providing a clear and accurate support.
Today more than 500 translations per day are realized.
The benefits are as much quantitative – substantial time saving – as qualitative – improved dialogue with customers and suppliers.
About CLAAS
CLAAS is a family business founded in 1913 and is one of the world’s leading manufacturers of agricultural engineering equipment.
The company, with corporate headquarters in Harsewinkel, Westphalia, is the European market leader in combine harvesters.
CLAAS is the world leader in another large product group, self-propelled forage harvesters. CLAAS is also a top performer in world-wide agricultural engineering with tractors, agricul- tural balers and green harvesting machinery.
The CLAAS product portfolio also includes state-of-the-art farming information technology. CLAAS employs around 11,000 workers world- wide and reported a turnover of 3.8 billion euros in the financial year of 2014. Outside Europe, they have plants in Russia, India, China.